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What is meant by Lesson #4: “Everything walks the talk.”?

Alex "Think of 'everything walks the talk' in terms of being aligned or congruent with your purpose. If you're going to talk about teamwork, why not have p…more"Think of 'everything walks the talk' in terms of being aligned or congruent with your purpose. If you're going to talk about teamwork, why not have people work in teams? When people really begin walking the talk, it's easy to realize things need to walk the talk too. So 'everyone' means senior executives, ticket takers, equipment operators, everyone in the cast. 'Everything' means the tables in the training room, the employee newsletter, the hiring process—all are congruent with the Disney philosophy and character.

"And, sure, everything walking the talk does affect the guest's experience, but in ways he or she is frequently not aware of. And that's the way it should be. Things that walk the talk should by and large be invisible to guests.

"For instance, some of you probably know Disney World has its own energy system and its own fire department. Those are support systems; they make sure the Magic Kingdom runs smoothly. Many large organizations have the same thing. The 'walk the talk' piece of Disney's fire department is that the building is painted to the theme of 101 Dalmatians. The next time you're over there, check out the side of the building. You can't miss it—it's white with black spots. Many cast members pass it on the way to and from work every day. It's a constant reminder of what the Magic Kingdom is all about..."

—pp. 66-67(less)

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